Crystal L. Rogers
Montclair
Summary
Dynamic Customer Service Management Professional with over twenty years of experience in delivering exceptional customer care and driving team success. Proven leadership abilities, a deep understanding of technology, and outstanding interpersonal skills foster a collaborative, high-performing work environment. Expertise in setting performance goals to enhance efficiency and uphold quality assurance standards, along with a strong track record in interviewing, hiring, and resolving escalated customer service issues. Highly organized and adaptable, thriving in fast-paced settings while maintaining excellent communication and time management skills.
Overview
31
31
years of professional experience
Work History
Customer Support Services Team Manager
STAPLES
01.2009 - Current
- Manage, guide, develop and motivate the daily activities of a team consisting of 2 Supervisors and 15 Associates
- Provide consultation support to Sales and other cross functional teams.
- Manage the high level daily activities and elevated scenarios associated with the creation and maintenance of customer specific accounts.
- Coordinate the allocation, daily distribution flow, and review of assigned requests submitted via the Customer Support Systems Helpdesk.
- Ensure the completion of all tasks in accordance with established time lines and go live targets.
- Identify opportunities to improve departmental and organization systems, order placement offerings, policies and processes.
- Assist in reengineering existing processes and programs as necessary.
- Conduct regularly scheduled performance updates and appraisals for direct report associates.
- Direct the recruitment, hiring and development of new associates while helping to establish appropriate career paths and compensation levels.
- Manage projects and implementations for high profile accounts.
- ...Continued…
Assistant Night Baker
PANERA BREAD
07.2016 - 12.2017
- Baked all of the fresh bread and pastries for the cafe
- Performed stocking, food prep, cleaning and sanitation tasks as needed
Customer Support Systems Analyst
STAPLES
01.2005 - 01.2009
- Create and maintain the three levels of a contract customer account within the Customer Support Systems database.
- Evaluate 175 – 300 account update and setting requests and questions per week for impact across all internal and external functional areas.
- Provide detailed consultation to Sales as well as to appropriate internal and external contacts regarding the scope and effect of all updates and changes to account configuration.
- Complete the necessary updates and prepare parties for resulting changes and required action items.
- Facilitate correspondence between the Sales organization and the internal supporting partner operation teams as necessary.
- Team with Managers in collaboration with internal functional area partners to define and implement best approaches and practices in support of customer requirements and expectations.
- Perform data entry at a high level.
- File all new account requests and other important documentation.
- Identify and share areas of opportunity that exist with regard to team service levels, materials, and processes.
Business End User Care Team Manager
CINGULAR WIRELESS
01.2002 - 01.2005
- Manage a team of 15 Customer Care Representatives and Specialists that directly service internal and external customers.
- Conduct quality monitoring of Customer Care Representative’s performance.
- Ensure policy and procedure compliance.
- Coordinate floor activity, handle escalated calls and manage follow up times.
- Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
- Roll out new company initiatives.
- Send out daily reports on performance.
- Manage daily call center operations.
- Approve payroll on a bi-weekly basis.
- Approve all schedule exceptions, and time-off requests.
- Track all leaves of absence
- Conduct interviews for individuals seeking employment with the company.
- Facilitated monthly team meetings and huddles.
- Created training documentation that was utilized to train the entire call center.
- Completed 15 employee appraisals per year.
Customer Service Representative II
01.2000 - 01.2002
- Provided a consistently excellent customer service experience by maintaining the highest degree of courtesy, confidentiality and professionalism. Handled business transactions in connection with account activities, adjustments while maintaining customer goodwill and retaining the customer’s business.
- Selected to coach and mentor new customer service representatives.
- Achieved perfect score on all phone monitors throughout tenure.
- Consistently exceeded all departmental goals.
- Accepted into 3 month Leadership Internship program.
- Received several nominations for quarterly recognition program.
Bank Teller
PNC BANK
01.1997 - 01.1999
- Provided a high quality of customer service while processing transactions quickly and accurately. Offered and recommended changes that would improve service levels in the delivery of bank products and services.
- Processed daily transactions including but not limited to deposits, withdrawals, and account inquiries.
- Handled high end commercial accounts.
- Processed ATM transactions daily.
- Maintained highest level of security.
Customer Service Associate
MACY’S
01.1995 - 01.1997
- Provided quality customer service in a friendly, accommodating and timely manner.
- Effectively handled multiple customers, maintaining poise and service standards.
- Demonstrated knowledge of store products and services and used this knowledge to build sales and enhance the level of customer service provided.
Education
Bloomfield College
Bloomfield, New Jersey01.2000
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Morgan State University
Baltimore, Maryland01.1995
Skills
- Customer focus
- Staff development
- Performance coaching
- Meeting facilitation
- Performance appraisal
- Employee engagement
- Teamwork and collaboration
- Problem resolution
- Employee coaching and mentoring
- Customer service
Timeline
Assistant Night Baker
PANERA BREAD
07.2016 - 12.2017
Customer Support Services Team Manager
STAPLES
01.2009 - Current
Customer Support Systems Analyst
STAPLES
01.2005 - 01.2009
Business End User Care Team Manager
CINGULAR WIRELESS
01.2002 - 01.2005
Customer Service Representative II
01.2000 - 01.2002
Bank Teller
PNC BANK
01.1997 - 01.1999
Customer Service Associate
MACY’S
01.1995 - 01.1997
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Morgan State University
Bloomfield College
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